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Empathy and the Customer Experience

Operations Made Better

Release Date: 08/06/2020

Best Practices of Great Contact Center Coaches show art Best Practices of Great Contact Center Coaches

Operations Made Better

Vickie Schutze and Amanda Turner discuss the best practices of great coaches and how frontline excellence training can empower managers

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The Path of Least Resistance Isn’t Always the Path You “Should” Take show art The Path of Least Resistance Isn’t Always the Path You “Should” Take

Operations Made Better

The Northridge Group's CEO, Therese Fauerbach, shares how to improve your decision making process by tackling the “should do” vs. “could do” dilemma.

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How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together show art How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together

Operations Made Better

Brandie Gatlin explains how quality monitoring programs are evolving with the use of speech analytics and how combining these services can drive even more value for your organization.

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The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members show art The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members

Operations Made Better

Improving the satisfaction of healthcare providers and their patients has always been a priority for health insurance companies and their contact center operations can play an integral role.The Northridge Group’s Mary Kane discusses three steps payers can take to Improve their contact center operations

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"Customer First" Omni-Channel Digital Experiences

Operations Made Better

Deb Robbins discusses “digital first” strategy and offering omni-channel and in-channel support.

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“Digital First” Means Customer First show art “Digital First” Means Customer First

Operations Made Better

The Northridge Group’s Deb Robbins discusses how to implement a winning “digital first” strategy that puts the “customer first”.

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How Customer Analytics Can “Up” Your CX Game show art How Customer Analytics Can “Up” Your CX Game

Operations Made Better

The Northridge Group's Molly Clark discusses the 3 ways companies can leverage customer analytics to improve their customer experience.

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Post-Pandemic Contact Center Hiring and Retention show art Post-Pandemic Contact Center Hiring and Retention

Operations Made Better

Retain top performers and engage new hires with these contact center hiring and retention strategies.

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Data-Driven Success with Operational Scorecards show art Data-Driven Success with Operational Scorecards

Operations Made Better

Before measuring success, it is important to consider the Why, What, and How of your measurement process. Northridge Group's Lisa Butler discusses the 4 ways operational scorecards can drive data-driven success.

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Managing the Next Generation of Leaders show art Managing the Next Generation of Leaders

Operations Made Better

The Northridge Group's CEO, Therese Fauerbach, shares how CEOs can ensure the next generation of leaders are set up for success.

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More Episodes

Join The Northridge Group's Diane Fiore as she explains how How Coaching & Training Call Center Agents Increases Client Empathy Behavior Scores